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71 Insights for Crafting Great Customer Experiences

Looking to create great customer experiences? This in-depth report summarizes 71 Insights offered by leading Digital and Marketing executives at a recent live event, the Customer Experience Summit 2018.

The report can be used either independently or alongside our Technology Innovation Executive Webcast Briefing, an executive briefing series we’ve created as a companion to each report.

The format is quite unique, but very helpful. On the left side you’ll see the edited transcript of thebriefing. On the right side we’ve included many of he actual slides from the briefing. In this way, you can literally read the briefing.”

Understand Your Cost of Acquiring and Losing Customers.
“…If you lose an existing customer, you know, if I lose a dollar of run rate, it takes me $6 to acquire that same dollar.”
-
SVP, Customer Experience and Professional Service, Pearson

Why A/I and Automation? Because it can lead to 40% in Productivity.
“It's about productivity and automation is all about productivity, right? It helps companies improve their bottom line. So you're going to see a lot. We all know we're going to see a lot more of this.”
-
Head of Technology, Investment Services, U.S. Bank

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